Superannuation Experience & Engagement Benchmark Program

Member expectations are shifting rapidly. Cost‑of‑living pressures, increased scrutiny and intensifying competition mean that delivering the basics is no longer enough to retain members. Many Australians are questioning their financial security in retirement and expect clearer guidance, more relevant support and stronger direction from their fund.

When communication is unclear or support feels generic, trust can erode quickly and members become more open to alternatives. Traditional engagement measures often fail to reveal this underlying sentiment; members may appear active while still feeling uncertain or unsupported.

Funds that recognise these shifts and respond with timely, meaningful and personalised support are better positioned to strengthen retention and deliver improved long‑term outcomes.

To respond to rising expectations and increasing pressure on member outcomes, funds need a clearer, independent view of the experiences and drivers that shape member sentiment and behaviour.

CSBA’s Superannuation Experience & Engagement Benchmark provides the insight needed to:

• Understand the attitudes and expectations influencing member decisions, including confidence, uncertainty and perceived support
• Pinpoint gaps in communication, guidance and experience that impact retirement empowerment
• Reveal differences across life stages and cohorts, highlighting where support is not meeting expectations
• Benchmark performance against the sector, exposing blind spots internal data cannot detect

These insights enable funds to act early, target improvements effectively and deliver experiences that support stronger retention and better long‑term outcomes.

By joining the 2026 program, your fund gains cost‑effective access to independent, sector‑wide intelligence giving you the clarity and confidence to address these challenges early and take meaningful, targeted action.

Now in its eighteenth year, this trusted, independent program is purpose built for Australian Superannuation funds.

Established by CSBA, FEAL (Fund Executives Association Limited) and Melbourne Business School in 2009, it is trusted across the sector for delivering consistent, credible insights into member experience and engagagement.